The Only Four Types of Metrics That Matter

The way I measure my success is do I have a happy and engaged team? Are net promoter scores getting up to the 70s? You know, are the leaders being credible and are they respected? And then are the processes changing in a way that will durably reinforce these conditions that are needed to create great experiences? Those are the only four types of metrics that matter. And every day that's what I'm thinking about. That's what I hold my leaders accountable. It makes it simple. And then it's just hard to actually do it.